Incident Management Director, Network Operations Center

Job Description

The primary responsibility of the Director - Incident Management, Network Operations Center (NOC) is to oversee and improve IT service management processes within the NOC. This role involves managing incidents, problem, change, and service request processes to ensure efficient and effective IT service delivery.

Position Overview

The primary responsibility of the Director - Incident Management, Network Operations Center (NOC) is to oversee and improve IT service management processes within the NOC. This role involves managing incidents, problem, change, and service request processes to ensure efficient and effective IT service delivery.

Essential Duties & Responsibilities

Oversee and improve ITSM processes including incident, problem, change, and service request management
Ensure adherence to ITSM policies and procedures across the NOC team
Develop and maintain ITSM documentation, including process flows, policies, and procedures
Lead the incident management process to ensure timely resolution of incidents and minimize impact on business operations
Conduct root cause analysis for major incidents and implement corrective actions
Maintain a problem management database and ensure known errors are documented and communicated to the NOC team
Manage the change management process to ensure that changes are logged, assessed, approved, and implemented with minimal disruption
Coordinate with relevant stakeholders to evaluate the impact and risk of proposed
Ensure that changes are documented and communicated to all relevant parties
Oversee the service request management process to ensure timely and accurate fulfillment of service requests
Monitor service request queues and ensure that requests are handled within agreed service levels
Monitor and report on key performance indicators (KPIs) related to ITSM processes
Provide regular updates and reports to senior management on the performance of ITSM processes
Identify trends and areas for improvement based on performance data
Identify opportunities for process improvements and implement changes to enhance the efficiency and effectiveness of ITSM processes
Lead initiatives to standardize and automate ITSM processes
Stay up to date with industry best practices and trends in ITSM
Provide training and guidance to NOC staff on ITSM processes and tools
Ensure that NOC staff are aware of their roles and responsibilities within ITSM processes
Perform job duties in a safe manner.
Attend work as scheduled on a consistent and regular basis.
Perform other related duties as assigned.

Minimum Qualifications

Dallas based role only.
At least 21 years of age.
Proof of authorization to work in the United States.
Bachelor's degree in Information Technology, Computer Science, or a related field (preferred)
Must be able to obtain and maintain any certification or license, as required by law or policy.
Proven experience in IT service management, preferably within a NOC or IT operations environment
Experience with ITSM tools such as ServiceNow, Jira, or similar platforms
Strong understanding of ITIL (Information Technology Infrastructure Library) framework and ITSM best practices
Excellent analytical and problem-solving skills
Strong organizational and project management skills
Effective communication and interpersonal skills
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience
ITIL Foundation certification (required)
Advanced ITIL certifications (e.g., ITIL Practitioner, ITIL Service Manager) are a plus
This role will require shift work, including nights, weekends, and holidays, to ensure 24/7 coverage
Work is primarily performed in an office environment within the Network Operations Center - no remote work-from-home option
May require on-call availability and occasional travel